itsm overview
TRANSCRIPT
ITSM Overview
Drive down costsImprove utilizationPlan for the future
PM Kinetics, LLC Phone: 678.528.7399 | Fax: 813.315.6603Email: [email protected] | Web:
www.pmkinetics.com
Technical Management Consulting firm that help customers solve complex challenges of
managing the business of IT.
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The Objectives of ITSM
Align IT services with the ever changing needs of the business
Improve the quality of IT services Reduce the long-term cost of
service provision
Service Management is all about the delivery of customer-focused IT services using a process-oriented approach
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ITIL Overview
Additional Reference: ITIL Version 2, Office of Government Commerce (representing Her Majesty’s Stationary Office) © Crown Copyright.
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ITIL Best PracticesObjective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Incident Management • Restore normal operations as quickly as possible with the least possible impact on either the business or the user cost effectively.
• The definition of how quickly is quickly should not subject to interpretation.
• The timeframes for Incident resolution should be defined in the Service Level Agreements (SLAs) that exist between the IT Department and the customer.
Number of Incidents per time period Number of Incidents per category Number of Incidents per priority level Incident resolution performance against
service levels Number of closed Incidents per time
period
Problem Management • Minimize the total impact of problems on the organization.
• Plays an important role in the detection and repair of problems to prevent their reoccurrence.
Reduction in Incidents because the underlying causes are removed
The time that is needed to resolve Problems
The other costs that are incurred associated with the resolution
Service Support
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ITIL Best PracticesObjective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Change Management • Assures that standardized methods and procedures are in use for the efficient and timely implementation of all changes, in order to minimize the impact of change related problems on the quality of the IT service delivery.
• Build an internal understanding of the "how and why" for the process (how = standardized methods and procedures, why = to minimize impact).
Number of Incidents recorded as a result of a change
Time taken to implement a change successfully
Number of Changes that required a roll-back
Number of Urgent/Emergency changes Change back-log Changes by business
unit/areas/department
Configuration Management
• Provide IT Management with greater control over the IT Assets or Configuration Items (CI’s) of the organization.
• Provide accurate information to other ITIL processes.
• Create and maintain a reliable Configuration Management Database (CMDB).
Result of audits. Number of changes that due to wrong
Configuration information cause incidents or problems
The time a change takes from start to finish
Improvement in the time needed to resolve Incident and Problems that cannot be fixed immediately
Service Support
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ITIL Best PracticesObjective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Release Management • Protects the live or production environment. Protection comes in the form of formal procedures and extensive testing regarding proposed changes to software or hardware within the production environment..
Releases built and implemented on schedule, and within budgeted resources
Number of releases that result in a back out due to unacceptable errors
Number of Incidents caused by the release
Accurate and timely recording of all build, distribution and implementation activities within the CMDB
Service Support
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ITIL Best PracticesObjective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Service Level Management
• Manages the quality of IT service delivery according to a written agreement between the users and IT department called the Service Level Agreements (SLAs).
• Maintain and improve on service quality through a constant cycle of agreeing, monitoring, reporting and improving the current levels of service.
• Strategically focused on the business and maintaining the alignment between the business and IT.
Are all services covered by SLAs? Do the services within the SLAs have the
necessary Underpinning Contracts (UCs)?
Is there an improvement in the Service Levels?
Are the actual Service Levels measured? Is the business perception of the IT
organization improving?
Service Delivery
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ITIL Best PracticesObjective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Financial Management • Provide cost-effective stewardship of the IT assets and resources used in providing IT Services.
• Account for the spend on IT Services and to attribute these costs to the services delivered to the organization’s Customers.
• Assist management decisions on IT investments by providing detailed business cases for Changes to IT Services.
Accurate cost–benefit analysis of the services provided
Customers consider the charging methods reasonable
The IT organization meets its financial targets
The use of the services by the customer changes
Timely reporting to Service Level Management
Availability Management
• Get a clear picture of business requirements regarding IT Services availability and then optimize infrastructure capabilities to align with these needs.
The total downtime per service Time it takes to recover from an incident The availability of the services The improvement of the availability of the
IT services
Service Delivery
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ITIL Best PracticesObjective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Capacity Management • Understand the business’s capacity requirements and deliver against them both in the present and the future.
If the forecast is in line with the actual demand at that time?
Are the requirements being met? Performance against SLAs
IT Service Continuity Management or Disaster Recovery Management
• Support the overall Business Continuity Management (BCM) process by ensuring that the required IT technical and services facilities can be recovered within required and agreed business time-scales.
The results of testing the plan Costs of the process
Security Management • Confidentiality - Ensuring that information is accessible only to those authorized to have access.
• Integrity- Safeguarding the accuracy and completeness of information and processing methods.
• Availability– Ensuring that authorized users have access to information and associated assets when required.
Are the actual Security Levels measured?
Is the perception of the IT organization improving?
Service Delivery
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0.0
1.0
2.0
3.0
4.0
5.0Service Desk
Security Management
Incident Management
Problem Management
Configuration Management
Release Management
Change Management
Service Level Management
IT Service Continuity Management
Financial Management for IT
Availability Management
Capacity Management
Quick Assessment
Key Code1 Unsure of quality/consistency2 We do not perform the function or service at all3 Function is inconsistently performed4 Function is performed consistently5 Function is performed well and quality of acceptable